1. Introduction & definitions
These Terms & Conditions (“Terms”) govern the relationship between Mintro Travels (“we”, “us”, “our”) and you (“Traveller”, “you”) when you enquire about, book or travel on any tour or service arranged by Mintro Travels.
By submitting a booking request or making a payment, you confirm that you have read, understood and agreed to these Terms on behalf of yourself and all members of your travelling party.
Key definitions:
- “Booking” means a confirmed reservation for a Mintro Travels tour or service.
- “Tour” means any itinerary, package, transfer, accommodation, activity or service arranged by Mintro Travels.
- “Departure Date” means the first day of your confirmed itinerary.
- “Proposal” means a personalised itinerary document provided before booking confirmation.
- “Service Providers” means hotels, guides, drivers, airlines, activity operators and any other third parties engaged to deliver your tour.
2. Our services
Mintro Travels is a boutique travel consultancy specialising in private, expert-guided journeys across Sri Lanka, the Maldives, Bali, Vietnam, Thailand and selected other destinations. Our services include:
- Personalised itinerary design and tour proposals
- Private chauffeur-guided transportation
- Hotel and accommodation reservations
- Airport transfers and ground logistics
- Safari, wildlife and cultural activity arrangements
- Expert local guide coordination
- Pre-departure travel advice and support
3. Booking process
Step 1 — Enquiry and proposal
When you submit an enquiry, your dedicated Mintro Travels specialist will contact you within 24 hours. We will provide up to three personalised itinerary proposals at no cost and with no obligation to book.
Step 2 — Booking confirmation
A booking is confirmed only when:
- You have reviewed and accepted a written proposal
- We have received your completed booking form with passenger details
- We have received your deposit payment (see Section 4)
- We have issued a written Booking Confirmation to you by email
Step 3 — Final documentation
Approximately 14 days before your Departure Date, we will send your final travel documents including your detailed day-by-day itinerary, hotel vouchers, emergency contact numbers and any visa guidance.
4. Pricing and payments
All prices are quoted in US Dollars (USD) unless otherwise stated. Prices exclude:
- International and domestic flights (unless explicitly included)
- Travel insurance
- Visa and entry fees (unless specified)
- Personal expenses, tips and gratuities
- Meals and beverages (unless specified)
- Optional activities not listed in the confirmed itinerary
Payment schedule:
- Deposit: 30% of the total tour cost due within 7 days of Booking Confirmation
- Balance: Remaining 70% due no later than 60 days before your Departure Date
- Late bookings (within 60 days of departure): Full payment required at time of booking
5. Cancellation policy
Cancellations by you (from date of written notice received):
- 60 days or more before departure — Full refund, no charge
- 45 to 59 days before departure — Loss of deposit (30% of total cost)
- 30 to 44 days before departure — 50% of total tour cost
- 15 to 29 days before departure — 75% of total tour cost
- 14 days or less before departure — 100% of total tour cost (no refund)
Refunds are processed within 14 working days to the original payment method.
Cancellations by us
If Mintro Travels must cancel your tour (not due to Force Majeure), we will offer a full refund of all amounts paid or an alternative tour of equivalent value.
6. Amendments
Amendments by you: An administration fee of USD 50 per amendment may apply for changes requested within 30 days of departure. Additional costs incurred (revised hotel rates, rebooking fees) will be charged to you.
Amendments by us: We may occasionally need to make minor changes to your itinerary. For significant changes, we will offer you the option to accept the change, accept an alternative, or cancel with a full refund.
7. Travel insurance
Comprehensive travel insurance is strongly recommended and considered a condition of travel. Your policy should cover as a minimum:
- Trip cancellation and curtailment
- Emergency medical treatment and hospitalisation
- Medical evacuation and repatriation
- Loss of luggage, personal belongings and travel documents
- Personal liability
Mintro Travels does not provide travel insurance and accepts no responsibility for losses that would have been covered by an adequate policy.
8. Traveller responsibilities
By booking with Mintro Travels, you confirm that you and all members of your travelling party:
- Are in suitable physical health to undertake the activities included in your tour
- Hold a valid passport with at least 6 months validity beyond your Departure Date
- Are responsible for obtaining all required visas and entry permits
- Will inform us in advance of any medical conditions, dietary requirements or mobility issues
- Will comply with the laws and customs of the countries visited
- Will follow the guidance of your Mintro Travels guide at all times
- Will behave respectfully toward local communities, wildlife and cultural sites
Mintro Travels reserves the right to exclude any traveller whose behaviour poses a risk to themselves or others. No refund will be provided in such circumstances.
9. Our responsibilities and limitations of liability
What we are responsible for:
- Ensuring tour services are delivered with reasonable care and skill
- Selecting reputable and qualified Service Providers
- Providing accurate information about our tours and services
- Responding promptly to problems that arise during your tour
What we are not liable for:
- Acts or omissions of Service Providers beyond our direct control
- Injury, illness, loss or damage caused by your own actions or negligence
- Loss or damage caused by Force Majeure events
- Delays caused by weather, traffic, strikes or other circumstances beyond our control
- Loss or theft of personal belongings, money or travel documents
- Failure to obtain required visas or travel documents
Where we are found liable, our total liability shall not exceed the total price paid by you for the tour in question, except in cases of death or personal injury caused by our proven negligence.
10. Force majeure
Mintro Travels shall not be liable for failure or delay caused by events beyond our reasonable control, including:
- Natural disasters, earthquakes, floods, tsunamis or volcanic activity
- Epidemic, pandemic or public health emergency
- Acts of terrorism, war, civil unrest or political instability
- Government travel bans, border closures or quarantine requirements
- Strikes, industrial action or infrastructure failure
- Adverse weather conditions making travel unsafe
In such circumstances, we will offer a credit note valid for 24 months or use reasonable endeavours to reschedule your tour.
11. Health, safety and responsible travel
Mintro Travels provides pre-departure health and safety guidance and has emergency contact protocols available 24/7 during your tour. We are committed to responsible and sustainable tourism and ask all travellers to support local businesses, respect local cultures and minimise their environmental impact.
12. Wildlife and adventure activities
Some tours include wildlife safaris, trekking, white-water rafting, snorkelling and other adventure activities. By booking these activities, you acknowledge that:
- Wildlife encounters involve unpredictable animals — behaviour cannot be guaranteed
- Adventure activities carry inherent risks that cannot be fully eliminated
- You participate in all activities voluntarily and at your own risk
- You will follow all safety briefings and instructions from guides and operators
13. Complaints
If something is not right during your tour:
- Inform your Mintro Travels guide or local contact immediately
- If unresolved locally, contact us on the emergency line provided in your travel documents
- For formal complaints, notify us in writing within 28 days of your return
We will acknowledge your complaint within 5 working days and aim to provide a full response within 28 days.
14. Intellectual property
All content on mintrotravels.com is the intellectual property of Mintro Travels and is protected by copyright law. You may not reproduce or use our content for commercial purposes without prior written consent.
15. Privacy
Your personal data is processed in accordance with our Privacy Policy, available at mintrotravels.com/privacy.
16. Governing law and jurisdiction
These Terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka. Any disputes shall be subject to the exclusive jurisdiction of the courts of Sri Lanka.
17. Contact us
Mintro Travels
